# Remote Technical Support Specialist

> Pearl · Philippines (Remote) · Full-time · Posted 2026-10-28

**Workplace:** remote

**Department:** Customer Service and Client Relations

## Description

**Work From Anywhere in LATAM and the Philippines**

**Work Schedule:** US Timezone (Flexible) | Monday – Friday, overlap with US business hours

**About Pearl Talent**

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

Hear why we exist, what we believe in, and who we’re building for:  
Watch here: [https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd](https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd)

**About the Client**

A fast-growing software company with an expanding base of API-focused customers is looking for a Technical Support Specialist to resolve technical and API-related tickets at Tier 1 and reduce escalations to Tier 2.

The company is moving into more technical customer segments, and API support volume is rising as a result. The support team runs a Tier 1 and Tier 2 structure. This hire will be the most technically capable member of Tier 1 and can grow into a more advanced role over time.

**About the Role**

Day-to-day, you will own customer tickets across all product areas, with a focus on API errors. You will request payloads, redact sensitive data, and reproduce issues in Postman. Then you will either resolve the ticket yourself or escalate it to Tier 2 with complete steps to reproduce. Success means fewer escalations, faster resolution of API tickets, and a growing internal knowledge base of troubleshooting workflows.

**Core Responsibilities**

**API Troubleshooting & Deflection**

-   Triage customer-reported API errors and decide whether to resolve at Tier 1 or escalate.
-   Request payloads and error details from customers, and redact sensitive information before sharing.
-   Reproduce API issues in Postman to confirm the root cause before escalating.
-   Resolve API tickets within Tier 1 scope to reduce escalation volume to Tier 2.

**Tier 1 Technical Support**

-   Own and resolve support tickets across all product areas within SLA targets.
-   Escalate issues outside Tier 1 scope with steps to reproduce, error messages, and tests already run.
-   Respond to customer inquiries through the ticketing system with accurate, timely updates.

**Documentation & Knowledge Base**

-   Document recurring API issues and troubleshooting workflows in the internal knowledge base.
-   Track patterns in API escalations and recommend documentation or process fixes.
-   Apply resolution paths learned from Tier 2 cases to future tickets.

**Customer Communication**

-   Ask targeted clarifying questions to collect all technical details in the first reply.
-   Set clear expectations on resolution timelines during troubleshooting.
-   Keep customers updated when their issue moves to Tier 2.

## Requirements

**Must-Have**

-   2+ years of technical support experience, including at least 1 year in a Tier 1 role at a SaaS or software company
-   Hands-on experience troubleshooting customer-reported REST API errors
-   Proficiency in Postman (or cURL / Insomnia) to reproduce API issues, including requesting payloads and redacting sensitive data
-   Track record of escalating tickets to Tier 2 with documented steps to reproduce, error messages, and test results
-   Hands-on use of a support ticketing platform (Zendesk, Freshdesk, Intercom, Jira Service Management, or equivalent)
-   Availability to work Monday – Friday during US business hours
-   English at C1+ (CEFR) for written and verbal client-facing support

**Nice-to-Have**

-   Tier 2 technical support experience, even if brief
-   Support experience on an API-first or developer-facing product
-   Computer science coursework, a coding bootcamp, or API/web technology certifications
-   Experience writing knowledge base articles or internal runbooks
-   Integration support experience (webhooks, third-party software connections)

## Benefits

-   **Competitive Salary:** Based on experience and skills

-   **Remote Work:** Fully remote—work from anywhere
-   **Team Incentives:** Recognition for maintaining 100% CRM hygiene and on-time reporting
-   **Generous PTO:** In accordance with company policy
-   **Health Coverage for PH-based talents:** HMO coverage after 3 months for full-time employees
-   **Direct Mentorship:** Guidance from international industry experts
-   **Learning & Development:** Ongoing access to resources for professional growth
-   **Global Networking:** Connect with professionals worldwide

### **Our Recruitment Process**

1.  Application
2.  Screening
3.  Skills Assessment
4.  Topgrading Interview
5.  Client Interview
6.  Job Offer
7.  Client Onboarding

### **Ready to Join Us?**

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.

## Apply

[Apply at Pearl](https://apply.workable.com/pearltalent/j/E38ACA0011/apply)

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